Digital Reference Services ofUniversity Libraries in Japan
Yumiko Yasui
Nagoya University Medical Library
August 25, 2005
yyasui@nul.nagoya-u.ac.jp1Introduction: What are DRS?
• DRS: Digital Reference Services• DRS have variable definitions andguidelines• DRS are deeply concern with digitallibrary• It’s not long since DRS were established2

Introduction: Terms of DRS
IFLA Digital Reference Guidelines refer to Virtual Reference
Canada:[http://www.ifla.org/VII/s36/pubs/drg03.htm]“The terms "virtual reference," "digital reference," "ereference," "Internet information services," "live reference"and "real-time reference" are used interchangeably todescribe reference services that utilize computer technology
in some way. Whether it is email reference, chat referenceor an automated routing system, as is the case with Virtual
Reference Canada, virtual reference is significantly
influencing the delivery of high-quality library services.”[http://www.collectionscanada.ca/vrc-rvc/s34-150-e.html]
3Introduction: Definitions of DRS
ALA Guidelines for Implementing and Maintaining Virtual Reference Services
1. Definition of Virtual Reference
1.1 Virtual reference is reference service initiated electronically, often in real-time,
where patrons employ computers or other Internet technology to communicate
with reference staff, without being physically present. Communication
channels used frequently in virtual reference include chat, videoconferencing,
Voice over IP, co-browsing, e-mail, and instant messaging.
1.2 While online sources are often utilized in provision of virtual reference, use ofelectronic sources in seeking answers is not of itself virtual reference.
1.3 Virtual reference queries are sometimes followed-up with telephone, fax, inperson and regular mail interactions, even though these modes ofcommunication are not considered virtual.
[http://www.ala.org/ala/rusa/rusaprotools/referenceguide/virtrefguidelines.htm]
4Introduction: Definitions of DRS
Virtual Reference Desk
“What is Digital Reference?
Digital reference, or "AskA", services are Internet-basedquestion-and-answer services that connect users withexperts and subject expertise. Digital reference services use
the Internet to connect people with people who can answer
questions and support the development of skills. “[http://www.vrd.org/about.shtml]
5Introduction: Concern with Digital

Library“(digital reference) development has beenin large part parallel to digital library
research and development.”[Lankes, R. and David. Shostack , Pauline. “Thenecessity of real-time: fact and fiction in digitalreference systems,” Reference & User Services
Quarterly 41(4), p.350-355, 2002.]
6

Introduction: Figure of DRS
Digital LibraryQuestion
PatronDigital Technologies LibrarianAnswer
Digital Resources7

Introduction: Role of DRS“The new phrase “digital reference” encompasses two oldideas: that one of the primary professional functions of alibrary and its staff is to help people find information, andthat libraries and librarians should take advantage of newtechnologies to aid them in their work.”[Janes, Joseph. and Carter, David. and Memmott, Patricia.
“Digital Reference Services in Academic Libraries.”
Reference & User Services Quarterly 39(2), p.145-150,1999.]
8

Introduction: History of DRS• 1984 first e-mail reference were reported• **** Grew up with spread of Internet• 1995 IPL (Internet Public Library)• 1999 CDRS (Collaborative Digital
Reference Services)• 2002 QuestionPoint• 2003 IFLA Digital Reference Guidelines
9

Introduction: Famous DRS• QuestionPoint• 24/7 Reference• Internet Public Library• Virtual Reference Desk
• Educator’s Reference Desk

10

Introduction: DRS in Japan• Collaborative Reference Database Project(National Diet Library of Japan)[http://www.ndl.go.jp/jp/library/collaboref.html]

11Introduction: DRS in Library ofUniversity• Function of active support for education andresearch in university• DRS are important as intermediately
services in digital and hybrid library12Introduction: Purposes of Search• Importance of DRS were recognized,
however, there were not reported DRS inJapanese university’s library• What changes has brought about inreference services by the use of digitaltechnology?

13

Introduction: Purposes of Search• Search for state of affairs of DRS in
Japanese university library:• What kind of DRS were supplying?
• How much of DRS were supplying?
• What do librarians think about DRS?

14

Methods: Questionnaires
Questionnaires were made by based on following
Janes’s research and preparation search[Janes, Joseph. Digital Reference: Reference
Librarians' Experiences and Attitudes. Journal of
the American Society for Information Science andTechnology. 53(7), p.549-566, 2002. ]15

Methods: Questionnaires• Entire questions were 22– Part A: DRS as ways of receiving andanswering reference questions.
(12 questions)– Part B: DRS as information and reference
resources. (3 questions)– Part C: Profile of librarians. (7 questions)16

Methods: Samples• Librarians in Japanese University– All National Universities– Large size Public, Private Universities(that hold 5 or more departments)

17

Methods: Survey• Questionnaires were sent to 1,013 librarians
in 301 libraries on July 30, 2003.
– 412 papers were returned– Return rate was 40.7%

18

Results: Detailed return rateFoundationDepartments

NationalPublicPrivateTotal

8 or more

40.9%0.0%

52.8%

45.3%

5-7

44.2%

26.1%

36.1%

37.1%

2-4

35.3%

--

35.3%

1

45.7%

--

45.7%

41.4%

23.5%

41.7%

40.7%

Total(n=1,013)

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Results: Part A• 66.7% of librarians used for digitaltechnologies to receiving and answeringreference questions (n=412)

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Results: Part A
Type of tools to use reference works (n=275)
Tools

%
68.6
22.5
0.8

Video conference, TV telephone
Bulletin Board System (BBS)
Others

1.1
6.4
0.6

E-mailWeb form
Chat

91.1%

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Results: Part A
Year of DRS were started (n=275)
35.0

32.0

30.0
25.0%

23.3

20.7

20.0

20.0
15.0
10.0
5.0

2.9

1.1

0.0
2003

2002

1998-2001

before1997

Don'tknow

N/A
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Results: Part A
The ratio of DRS in reference works (n=229)
100%

2.6

90-99%

4.4
3.5
2.2
1.7

80-89%
70-79%
60-69%

Average24.9%
10.5

50-59%
40-49%

3.1
6.6
7.0

30-39%
20-29%MedianMode19.2

10-19%

24.5

1-9%

14.8

0%
0.0

5.0

10.0

15.0

20.0

25.0

23

30.0 %

Results: Part A
Would DRS were getting better to reference
works (n=275)
(%)
Kind
Quick
reference
Research
reference

AgreeDisagreeNochangeDon'tknow

50.9

12.4

26.9

7.6

2.2

70.9

1.8

20.0

6.2

1.1

N/A

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Results: Part A• 81.8% of librarians stated that reference
works were changed by use the digitaltechnologies (n=275)

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Results: Part A

What kind of changes were brought about reference
works by use the digital technologies? (n=225)(%)
Kind of changes
Questions were moredifficultMore times were needed toanswering questions
Less costs were needed toreference works
More convenience forpatrons

DisagreeNochange

16.9

75.1

5.3

2.7

20.0

74.2

3.6

2.2

39.1

42.7

14.2

4.0

96.9

0.9

1.3

0.9

Agree

Don'tknow

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Results: Part A• 33.3% librarians answered that they were
not supplying DRS (n=412)– Did their library have a plan for
supplying DRS in future?
– Did they want supplying DRS in future?

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Results: Part A
Comparison with plans and hopes of supplying
DRS (n=137)
60

58.4

50

Do your libraryhas a plan for
supplying DRSin future?
Do you want
supplying DRSin future?

43.8

40% 30

28.5

27.0

20

24.8
13.1

100.70Yes

NoDon't know

3.6

N/A28

Results: Part B• 96.5% of librarians were supplied digitally
resources for patron (n=412)

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Results: Part B
Resources of used for reference works (n=412)
Resources%

OPAC (contained other libraries)

45.0

Digital resources: network
Paper resources
Human resources

32.8
8.0
6.9

77.8%

Digital resources: package

6.8

Others0.530

Results: Part C• Working forms (n=412)– Full time 89.8%– Part time 8.7%
– N/A 1.5%
• Only reference works or not (n=412)– Only reference works 22.3%– Reference and other works 74.8%– N/A 2.9%31

Results: Part C• They were working as librarian (n=397)– Average: 12 years and 11 months• Only reference works:
1 year and 0.1 months• Reference and other works:
4 years and 2.7 months

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Results: Part C
Subjects of reference services (n=412)
Rank (%)
Subjects
1stScience and Engineering
23.0
Human and Social Science
50.6
Medicine and Pharmacy
19.2
Others7.1*Choose to three, N/A were omitted

2nd42.127.3
26.8
3.8

3rd total
24.3 28.3
20.9 39.5
53.9 27.0
0.9 5.2
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Summary and Conclusions• Those are found that
– reference librarians who only reference works
were fewer– many librarians think that DRS are useful andagreeable– most of DRS were using e-mail and web form
• DRS already come into wide use, and more
growth with development of digital library34

Summary and Conclusions• The future direction of this study– This study take up the side of amount ofDRS– The study of quality of DRS are needed35

Acknowledgments• I wish to thank librarians who answeredquestions.
• My special thanks are due to an Associate
Professor Hiroshi Itsumura for valuable advice.

36